Customer Service Lead

Clopay Building Products is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Service Lead in our Troy, Ohio location.
In this position, the successful candidate will perform the following job responsibilities:

  • Performs all order entry and invoicing functions under established automation system controls and processes.

  • Monitor the timeliness of all open customer care tickets.

  • Performs all CSR functions, to include escalated calls.

  • Monitor and maintain established answer rates across all call vectors.

  • Follow-up on Customer Care complaints which may require replacements, factory servicing, or other adjustments to ensure customer's satisfaction within established policies.

  • Monitor cycle times and VOC scores to meet desired goals.

  • Provide support to team on daily basis to ensure goals are met.

  • Communicate opportunities/challenges to supervisors.

  • Follow-up weekly with accounts on completed jobs and upcoming installations.

  • Monitor installation quality and return of completed job information.

  • Communicate with Sales for issue resolution affecting performance metrics

  • Communicate with CSRs and installing dealers to maintain established install requirements.

  • Communicate openly with DCs pertaining to install orders and installer assignments.

  • Identify training opportunities and mentor team members.

  • Other duties as assigned.

  • Bachelor's degree or one to two years related experience and/or training; or equivalent combination of education and experience.

  • Experience in CRM, Residential product, Commercial product, Entry Door, Operator, Wind Code, Oracle, Liability/Warranty, Installation/Application, Competitive Product, Leadership, Coaching/Counseling, Product Coding, Pricing, Business Writing, Advanced Excel, Problem Solving, F&I Installer Set Up, HD/XML OFS, Sales Training, I-store.

  • Excellent computer skills.

  • Superior time management skills required.

We offer competitive pay, a comprehensive benefits package including Medical, Dental, 401(k), Short-Term Disability, Life Insurance and Educational Assistance.

Please visit our website at www.clopaydoor.com to learn more about our company. An Equal Opportunity Employer, providing a drug-free work environment.
EOE Male/Female/Disabled/Veteran. We welcome applications from Veterans and the Disabled!

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